Mastering the Art of Feedback

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A 3-hour virtual session for leaders who want to give feedback that inspires, not intimidates. 

Feedback is one of the most powerful tools we have to drive performance, build trust, and create a culture of continuous improvement. But let’s be honest, giving feedback can feel uncomfortable, awkward, or even risky. 

This energising and practical session helps leaders reframe feedback as a gift, not a threat. Through real-world examples, proven models, and powerful reflection, participants will explore how to plan, deliver and embed feedback that lands with clarity, care and confidence. 

By the end of this session, you’ll:

  • Understand the psychology behind why feedback matters – and why we often avoid it
  • Explore the impact of feedback on colleague, customer, culture and organisational performance
  • Learn how to plan and deliver feedback that is timely, specific, and actionable
  • Build confidence using practical models
  • Reflect on their own mindset and limiting beliefs around giving feedback
  • Leave with tools and techniques to create a feedback-rich culture in their teams

Read full course description

Learning outcomes

  • Understand the difference between coaching, mentoring, training and performance management.
  • Appreciate the difference between performance coaching and call coaching.
  • Recognise the benefits and impact that coaching has on performance and engagement.
  • Develop knowledge of the GROW coaching model and skills required to coach effectively.
  • Demonstrate delivery of a coaching session through practice / demo.
  • Apply and practice coaching techniques.

Benefits to your business

  • Effective coaching and training can improve performance by 84%
  • Reduces employee turnover by allowing your teams to feel valued and supported
  • Your team will achieve smarter outcomes, improve on their skills and build on their strengths
  • Boosts team morale and engagement
  • Well-coached teams and individuals are better equipped to handle customer queries, leading to an enhanced customer experience
  • Drive effective results across your contact centre operation with effective coaching

Book your place(s)

About the Trainer

Jenifer LordPicture of Jennifer Lord

A highly skilled coach and facilitator, Jenifer has worked with many prestigious clients and organisations all over the UK and in South Africa, India and USA. Having gained most of her experience over many years leading teams in fast paced multi-million turnover organisations, Jenifer blends strong commerciality and outstanding customer focus with a revolutionary way of thinking.

Her passion for understanding what makes people tick led her to study Psychology, Neuroscience and Neuroplasticity and Cognitive Behavioural Therapy for stress reduction as well as Mindfulness. As a lover of life, Jenifer understands that the key to success in both life and business is through people. She has endless positivity and optimism, which she brings with her at work.

Where and when?

Date: Tue 12 May 2026

Time: 09:00 - 12:00

Location: Online

Format

Taking place on Zoom.

Who is it for?

For those looking to become leaders or those new to role (less than 12 months).

Why should you go?

Learn to give feedback that builds trust, sparks growth, and creates a culture of continuous improvement.

How much is it?

£300 + VAT for members

£375 + VAT for non-members

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